Digital Customer Success Strategist

5 hours ago

Sydney, New South Wales, Australia beBeeStrategist Full time $120,000 - $180,000
Digital Customer Success Strategist

The Digital Customer Success Strategist plays a pivotal role in building and fostering strong, long-term relationships with customers to help them achieve their business objectives. This involves working closely with customers across various market segments, sizes, solution complexities, and life cycles to understand their unique needs.

Key Responsibilities:
  • Establish trusted advisor relationships with IT, Engineering, and Support organizations at the customer level.
  • Apply strategic product knowledge to customers' business priorities, providing tailored solutions to drive success.
  • Guide customers on process, people, and change management best practices for effective adoption and utilization of digital tools.
  • Identify and mitigate risks to customers achieving their stated business goals through collaborative efforts with the sales team.
  • Develop comprehensive digital transformation paths for PagerDuty products, highlighting current states and target future states with actionable timelines.
  • Deliver tangible value and innovation to customers by understanding their opportunities to reduce costs, improve efficiency, and drive growth.
  • Recommend additional expert services as needed to drive continued success and satisfaction.
  • Communicate technical product changes, degradations, outages, end-of-life, and other relevant updates proactively to maintain transparency and trust.
  • Represent customer voices to inform the sales process or product roadmap, ensuring alignment with customer needs and expectations.
  • Lead cross-functional post-sales teams at PagerDuty, ensuring seamless customer experiences and streamlined processes.
  • Prepare and facilitate regular business review meetings, training sessions, webinars, demos, and strategic interactions to ensure ongoing collaboration and support.
  • Predict and forecast risk, renewal, and expansion within the customer portfolio, providing data-driven insights to inform business decisions.

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